Retail & Experience Manager - Tinhorn Creek Winery

Job description

#BeExtraordinary At Andrew Peller Limited (APL), our mission is to be Canada’s #1 branded wine and craft beverage company by delivering the perfect brand experience for every lifestyle and occasion. Through our commitment to excellence, honouring our roots, owning it, fostering belonging and driving to succeed, we inspire teammates to be extraordinary every day. Who We Are We are one of Canada's largest and oldest wine companies with a rich heritage in quality winemaking. We produce some of Canada's most recognized brands and offer our teammates a challenging and rewarding employment experience. Nestled in the heart of British Columbia’s South Okanagan, Tinhorn Creek Vineyards is a destination where exceptional wines, beautiful landscapes and memorable hospitality come together. We’re looking for a Retail & Experience Manager who leads the tasting room team and has a passion for creating outstanding guest experiences. In this role, you’ll lead our retail, tasting room, guest experience and support event operations. You’ll be responsible for building a strong, engaged team, creating a welcoming and service-driven culture, and ensuring our guest experiences deliver on both customer expectations and business objectives. From hiring, training, developing talent and elevating service standards to driving sales and bringing events to life, you’ll play a key role in the success of our winery. You don’t need to come from the wine industry to succeed here. We’re more interested in your leadership experience, your ability to develop people and your understanding of what it takes to deliver exceptional hospitality. If you’re an experienced manager ready to take the next step in your leadership journey, this is an opportunity to grow your impact within a larger operation while working in one of the Okanagan’s most beautiful settings. What the Teammate Will Be Responsible For Lead, Coach & Develop Our People • Build, lead and develop a high-performing hospitality team that takes pride in delivering exceptional guest experiences. • Recruit, onboard, coach and develop team members, creating opportunities for growth and ongoing learning. • Set clear expectations, provide meaningful feedback and lead performance conversations that support accountability and success. • Foster a positive, collaborative and guest-first culture where people feel supported, engaged and motivated to do their best work. • Lead daily operations, including scheduling, team meetings, delegation and staffing decisions. Create Exceptional Guest Experiences • Champion a welcoming, personalized and memorable guest experience across our retail boutique, tasting room, tours, patios and event spaces. • Set and maintain high standards for service, presentation and hospitality throughout the property. • Build relationships with VIP guests, trade partners, groups and visitors, ensuring every interaction reflects the Tinhorn Creek brand. • Respond to guest feedback and concerns with professionalism, using every opportunity to strengthen relationships and improve the experience. • Partner with our Winemaking and Marketing teams to support wine education, promotional initiatives and engaging guest programming. Drive Sales & Business Performance • Develop and execute strategies to achieve revenue objectives across wine sales, wine club memberships, merchandise, tours, experiences and events. • Inspire the team to deliver engaging, consultative service that builds customer loyalty and supports sales growth. • Monitor sales results, guest trends and performance metrics to identify opportunities for improvement and new revenue streams. • Oversee retail inventory, purchasing, merchandising, cash management and operating procedures in partnership with internal teams. • Manage the operating budget, labour costs and expenses, balancing exceptional guest service with strong financial performance. Bring Experiences & Events to Life • Partner with the estate manager on delivery of engaging on-property experiences, special events and group bookings. • Play a key role in the planning and execution of our Summer Concert Series alongside the Estate Manager. • Identify opportunities to enhance existing experiences, attract new visitors and strengthen Tinhorn Creek’s position as a destination. • Support off-site tastings, promotional events and collaborative initiatives that build awareness and deepen community connections. Champion Operational Excellence & Safety • Ensure daily operations run smoothly, efficiently and consistently, with a strong focus on quality and continuous improvement. • Maintain compliance with company policies, liquor regulations, health and safety requirements, and applicable legislation. • Promote a safe, respectful and inclusive workplace where team members and guests feel welcome. • Partner with the Estate Manager and cross-functional teams to support the broader success of the property. What Experience & Knowledge the Teammate Will Bring • Proven management experience. You have previous experience managing a team, including coaching employees, setting expectations, addressing performance and building accountability. This role requires prior management experience, not supervisory experience alone. • A people-first leadership approach. You know how to motivate different personalities, develop talent, navigate challenges and create an environment where people can thrive. • A hospitality mindset. Experience in hospitality, tourism, food and beverage, luxury retail or another customer-focused environment will help you succeed. Winery experience is an asset, but not a requirement. • Commercial awareness. You understand how great service connects to business results and have experience working toward sales, revenue, budget or operational targets. • Strong operational skills. You can manage competing priorities, make informed decisions and keep a busy operation running smoothly, even during peak periods. • Excellent communication and relationship-building skills. You build trust, collaborate effectively and know how to create positive experiences for both guests and teammates. • A continuous improvement mindset. You look for ways to make things better, embrace new challenges and are comfortable learning and adapting as the business grows. • Relevant education or equivalent experience. Post-secondary education in hospitality, business, tourism, marketing or a related field is an asset. • Comfort with technology. Experience using point-of-sale systems, Microsoft Office and operational reporting tools is beneficial. • An interest in wine and hospitality. You’re curious, eager to learn and excited to help guests discover what makes Tinhorn Creek special. Formal wine education is an asset, but not essential. Bring your experience and build something special. You don’t need to know everything about wine on Day One. We’re looking for someone who brings strong management fundamentals, a passion for people and the drive to learn. Be part of something bigger. Tinhorn Creek is part of Andrew Peller Limited, bringing opportunities to collaborate with colleagues across a broader portfolio of winery properties and business teams. We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest; only those applicants selected for an interview will be contacted. Accommodation: Andrew Peller Limited is committed to meeting the needs of persons with temporary and/or permanent disabilities in a way that allows them to maintain their dignity and independence. We are happy to discuss any need for accommodation in the workplace and will make an effort to meet those needs in a timely manner by preventing and removing barriers to accessibility in the areas of information, communications, and employment. If you require an accommodation to apply or interview for a position, please email Equal Opportunity Employment: At Andrew Peller Limited, we are committed to creating and celebrating a culture of Diversity, Equity, Inclusion and Belonging. We are an equal opportunity employer committed to ensuring every person has a right to equal treatment with respect to employment without discrimination or harassment because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. This role is being posted to fill an existing vacancy.